Skip to main content

Engage Troubleshooting Guide

Campaign​

Troubleshooting Campaign & API Failures​

  1. Identify the issue: When you receive a notification failure alert, identify whether the failure is related to a campaign or an API.

  2. Gather required details:

    • For API failure: Collect essential information such as botID, Campaign ID, API body, and error response.

    • For Campaign failures:

      • Download or fetch reports from Data Explorer to investigate the error thoroughly.

      • Review error codes in the reports to understand the cause of campaign failures.

      • Conduct a test campaign if necessary to validate issues. Communicate findings to the client for resolution or escalate to the Engineering team.

        For more information on error codes, refer to: Notification Engine Response Codes

  3. Handling API Failures:

    • For v1 APIs, attempt to execute the API call and verify if notifications are sent successfully.
    • Review error responses to diagnose the issue.
    • For v2 APIs, use Data Explorer to search using the message ID to delve deeper into the problem.
    • Share a functional CURL command with the client or escalate the issue to the Engineering team as needed.

  4. Precautionary Steps (for internal teams): Before escalating any issue in DevRev:

    • Validate and replicate the issue to ensure accuracy.
    • Propose potential workarounds where applicable.
    • Coordinate with the Engineering team for further investigation and resolution.

Voice campaign failed with response "No campaign allowed during this time"​

Please verify if the call/campaign was attempted outside of our working hours. If so, these calls would not have been dialed out.

WhatsApp Campaign failing due to an invalid parameter​

Check if you have entered the content in one of the variables across multiple lines. Meta does not support multi-line content in variables. Ensure all content is passed in a single line.

If the issue is not resolved, reach out to support for additional help.

WhatsApp Template Error - 1443​

Issue: Your WhatsApp template has been paused by Meta due to policy concerns.

Prerequisites​

  • You need access to the “Engage” module.

Steps to resolve​

  • Follow Meta’s Guidelines: Review Meta’s guidelines for creating high-quality conversations to avoid this error in the future.